Orders and Payments

Orders and Payments is Part of our Terms and Conditions. Our Shipping and Returns Section is here.


When placing an order, you agree that any and all information given is accurate and complete.

All orders are subject to acceptance and product availability.

Availability information for products is listed on each individual product description. Whilst we endeavour at all times to have our stocks completely up to date on our website, in the unlikely, but not impossible, event that a stock item is shown on the website as being ‘in stock’ at time of order but is subsequently found to be out of stock at date of dispatch, we will immediately contact you by email to offer you the choice of waiting until the item is back in stock or alternatively, to offer you a full refund if you prefer.

If an error is discovered in the price of the goods that you have ordered, we will inform you as soon as possible. We shall be under no obligation to fulfil an order for a product that was advertised at an incorrect price. In the event that you order an item and the price published on tapsandsinksonline.co.uk is incorrect for any reason, we will email you to inform you that we have not accepted your order, and that your order has been cancelled. You will be advised of the correct price of the subject product. You may re-order it if you wish. If you have already paid for the goods in the circumstances described in this clause, we shall refund the full amount within one week (at the latest) via the same way that the payment was made. Should you choose to re-order at the correct price, a separate invoice will be raised to you which you can then pay or you can choose to buy again via the website if the price has been amended to reflect the correct price?

All prices listed on tapsandsinksonline.co.uk include sales tax.

No contract for the sale of any product will exist between you and tapsandsinksonline.co.uk until we accept your order by dispatching the product to you. When this happens we will confirm the acceptance by sending you an email. If you wish to cancel at any time prior to the goods being dispatched, just email us and we will refund you in full (see our Cancellation Policy below for more information).

You will receive two emails.
The first email confirms that the order has been accepted.
The second email confirms that the order has been dispatched and is also your invoice.
Both of these emails will be sent to the email address given in your order form and will detail products ordered, payment method, cost and usual delivery times.
You must check all the details on this confirmation email are correct and contact us as soon as possible if any details are incorrect.

If your order has not been accepted, you will receive an email from us telling you the reasons why.

Discount vouchers, codes and offers cannot be used on sale products.

If you require an Invoice for Vat purposes, please email us quoting your Order number.

Cancelling an Order

If you haven’t submitted an order, you may clear the items (or change the quantity) in your shopping basket at any time by clicking the ‘minus’ button next to the product you do not wish to purchase in your shopping basket and then ‘Update Cart’, or you can remove the product from the cart by using ‘x’ icon on the left of the product in your shopping cart.

If you have placed an order but then wish to change or cancel it, please contact us as soon as you can, as orders move rapidly through to our warehouse. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been dispatched to you. In such cases, you may have to wait until you receive the order and then follow the normal Returns procedures. You will find more information about this in ”What is your returns policy if I don’t like the goods that I have received?” section for our policy on returns.

Once we’ve heard from you that you wish to cancel an order, and the goods have NOT been dispatched, any sum debited to us from your credit or debit card will be re-credited to that credit or debit account within 7 days following your notification to us.

For cancellations received after goods have been dispatched, you will have to return the goods at your own expense in order to obtain a refund. Please see ‘What is your returns policy if I don’t like the goods that I have received?” section for our policy on returns (included in Shipping and Returns Section). You will be responsible for the Good(s) until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery such as Registered Post (Recorded Delivery).

Ordering - and Product is out of stock

Payment is taken for your order when you place the order.  If an item ordered subsequently is out of stock and we cannot ship, we always contact the customer by email.  We include any information we have regarding when this item will be back in stock and always offer the customer the option of a cancellation / refund with a guarantee to email the customer when the product is back in stock, or the option to hold the order and ship when back in stock.  Unless we know for certain that the order can be fulfilled within 2 weeks of order being placed we prefer to cancel and refund the order as we do not like retaining customers money when we cannot ship.


We currently accept payment by Credit Card (IPG and Stripe)

Please note that Stripe takes longer to process refunds back to bank account than IPG.  Both options are presented to you at the checkout stage.

PayPal :  We do not offer PayPal option currently.

Problems paying by Credit Card

Your Browser:

It could be something as simple as the browser i.e. if doing it in Chrome, try Internet explorer instead. You have two different Credit Card options, so if you are having issues completing your order using IPG, use Stripe Credit Card option instead.  [Stripe : Please note that Refunds take longer to process back to your Credit Card with Stripe than IPG (approx 5 days longer).

PayPal option: We are currently not offering the PayPal facility on our website.

When is payment taken for my order?

Your payment for your order is taken as soon as the order is placed.
It may take 2-3 working days to appear on your statement.

VAT Rate

We are a Retail website so VAT is included in the total amount charged.
We are Registered for UK and Ireland
We can provide a VAT invoice if requested. Please email us with your Order Number.

You will find our Brexit section here that should answer any queries.


Posted in: Consumer & Trade Customer Queries

Leave a Comment (10) ↓


  1. Rob S August 20, 2019

    Just got your valve pair for the Howdens Lamono Rienza TAP3547 (3984R-Pair).
    I got it ‘hoping’ that it would fit and work in a TAP3557.
    AND IT DID !

    Installed, fitted. Problem fixed!
    I am a happy bunny now.

  2. Vera sargeant October 27, 2017

    I purchased franks tap valves on the 17 October and paid by pay pal .l have not received the tap valves and wondered if these had been posted out or had they gone missing in transit l just think this is a long time to wait

    • Alice October 27, 2017

      Hello, a delivery was attempted on the 20th. I have emailed you all the tracking information.

  3. Alice February 8, 2017

    Hi Jason, can you please check your Spam box. OUr system autogenerates Order emails and Dispatch emails. I have searched and I believe that your system has spammed it as that is the message we received when we sent the dispatch notification email. I can send you on a copy of that plus your Dispatch confirmation email again but we have no control over whether or not your system will Spam it. I can confirm that you placed your order on the 6th of February and it was dispatched the same day.

  4. Alice January 28, 2017

    You are very welcome Graham !

  5. Graham Clarke January 26, 2017


    I ordered a part for a Frankie tap earlier this week. My order was accepted and payment made, but I have not received any further communication about delivery.


    • Alice January 26, 2017

      Hi Graham – Please check your Junk / Spam email in case our order emails and confirmation of dispatch email are sitting there as they are auto-generated every step of the order process and use the email address supplied by yourself. Your order was received #33577 @ 18.46pm 23.01.2017 and was dispatched next day i.e 24.01.2017 so it is on it’s way to you.

      • Graham Clarke January 28, 2017

        Thank you so much for what turned out to be excellent service.

  6. Boden Plumbers Ltd December 23, 2016

    We purchased some franke inserts could you please email a copy of the invoice



    • Alice December 27, 2016

      Hi Ali, I have just emailed you a copy again. Kind regards Alice


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